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# Business Analyst/Help Desk - Government Assistance Programs

- **Company:** LUNA DATA SOLUTIONS
- **Location:** Jackson, MS, United States (Remote available)
- **Experience:** Expert
- **Salary:** $104,000.0 - $120,640.0
- **Contract:** Temporary contract
- **Skills:** JIRA, Big Data, Spreadsheets, Data Processing, Information Technology
- **Published:** July 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d3f58234e6902519

## About the Role

* Minimum 5 years of experience working with automated systems used to determine benefits for SNAP, TANF, or Employment & Training (E&T) programs.
 * Minimum of an Associate degree from an accredited institution.
 * Experience supporting users in a help desk, business analyst, or application support capacity.
 * Strong verbal and written communication skills.
 * Demonstrated ability to analyze issues, identify root causes, and document resolutions.

Preferred Qualifications (not required)

 * Experience using JIRA or similar ticketing/change management systems.
 * Proficiency with Microsoft Windows applications and tools.
 * Certified Professional Business Analyst (CPBA) or related business analysis certification.
 * Experience working with government agencies, particularly DHS program areas., If you have experience supporting benefits eligibility systems and enjoy solving complex business and technical issues, we encourage you to apply.

## Description

We are seeking an experienced Business Analyst to support a long-term, multi-year engagement. This role will serve as the primary point of contact for end users experiencing help desk-related issues and will play a critical role in supporting business operations for a large-scale data conversion project.

The ideal candidate will have strong analytical and troubleshooting skills, experience supporting users in a benefits eligibility environment, and the ability to effectively communicate with both business stakeholders and technical teams.

Key Activities/Responsibilities:

 * Serve as the primary point of contact for users experiencing help desk and system-related issues.
 * Diagnose software and system problems and provide timely resolution to user inquiries.
 * Perform manual data manipulation and correction activities when required to support business operations.
 * Review, document, and resolve incidents submitted through JIRA, email, spreadsheets, and other support channels.
 * Receive, document, prioritize, track, and manage support requests received via phone, email, and chat portals.
 * Collaborate with DHS program areas and technical teams to identify and address business and information technology needs.
 * Identify recurring or complex issues and escalate them appropriately to supervisors or managers.
 * Maintain detailed incident documentation to support issue resolution, trend analysis, and future system enhancements.
 * Apply critical thinking and root cause analysis techniques to troubleshoot and resolve user-reported problems.
 * Communicate clearly and professionally with users, including those experiencing frustration or service disruptions.


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